Peningkatan Kualitas Pelayanan Rawat Jalan dengan Menggunakan Metode Fuzzy Service Quality dan TRIZ (Theory Of Inventive Problem Solving) (Studi Kasus: Rumah Sakit XYZ di Kabupaten Sukoharjo)

Riyanto, Pendi and , Ratnanto Fitriadi, ST., MT (2020) Peningkatan Kualitas Pelayanan Rawat Jalan dengan Menggunakan Metode Fuzzy Service Quality dan TRIZ (Theory Of Inventive Problem Solving) (Studi Kasus: Rumah Sakit XYZ di Kabupaten Sukoharjo). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This research aims to measure the level of satisfaction and improvement of Service hospital outpatient installation XYZ. This study used the Fuzzy Servqual method to identify the greatest expectation and perception of customers and the second gap in the given service and the TRIZ method is used in seeking suggestion for improvement service. The results of this study showed 5 services with the largest negative gap those are the comfort of the waiting room, modern facilities, understandable information cue boards, schedule of timely doctor services, and nurses provide fast services. The results of the proposed improvement based on the TRIZ method are the addition of seats according to the intencity of occurred visitation, using the queuing machine to overcome the inconvenience of customers, making repairs and modifications to the board already existed, confirming the consistency of doctors as professionals and the addition of with different division of work.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Rumah Sakit, Kepuasan Pelanggan, Fuzzy Servqual, TRIZ
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	PENDI RIYANTO
Date Deposited:	22 Jan 2020 02:52
Last Modified:	22 Jan 2020 02:54
URI:	http://eprints.ums.ac.id/id/eprint/79821

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